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Atualmente, às organizações necessitam de vantagens competitivas que também promovam um desenvolvimento que possibilite a elas sustentação e segurança no mercado. Neste estudo, objetivou-se elaborar um plano de longo prazo de gestão da qualidade voltado à eficiência produtiva a partir da economia da qualidade, para garantir a longevidade de uma organização de remodelagem de pneus. Assim, utilizaram-se princípios da economia da qualidade, engenharia de métodos, técnicas de cronoanálise. Verificou-se que não há acompanhamento dos processos produtivos por parte dos gestores, bem como inexiste uma gestão da qualidade. Concluiu-se que as técnicas utilizadas foram eficientes para compor uma política de gestão adequada às necessidades de médio e longo prazo da empresa analisada e para manter sua competitividade e longevidade. Além disso, salienta-se que a gestão da qualidade é imprescindível como ferramenta de apoio à tomada de decisões e para que os gestores compreendam melhor os fatores que interferem no processo produtivo.

Esta pesquisa apresenta um método para identificar as perdas em qualidade nos processos produtivos. As empresas de manufatura estudadas foram aquelas alocadas dentro do perímetro do Complexo Industrial Portuário de Suape em Pernambuco. No método de identificação, consideraram-se duas alternativas para avaliação das perdas: “não perda em qualidade” e “perda em qualidade”, e por meio da aplicação de um questionário estruturado com respostas que concernem a variáveis direta ou indiretamente envolvidas com a qualidade foi possível coletar os dados necessários para utilização do método multicritério Analytic Hierarchy Process (AHP).  Os resultados demonstraram a aplicabilidade do método para obter a resposta à pergunta: “De que maneira a metodologia AHP pode contribuir para a priorização das perdas em qualidade?”. Verificou-se que pelos critérios considerados pelos decisores, e julgados com o AHP, a resultante do vetor de decisão demonstrou que todos, uns mais que outros, são fatores geradores de perda em qualidade.

This paper uses SERVQUAL measure for assessing the quality of the administrative services in a large mall, located in Brazil, seen from the point of view of the current service providers. A questionnaire was used to interview 68 service companies, and 5 CEO mall of this case of study. Two factors were compared: the expectations and perceptions of the service providers, the comparison enabled the strengths and weaknesses of the quality perceived of the services offered by the mall were undertaken as a case study. It is necessary to understand which features and level of service must have in order to meet consumer needs, against on how consumers perceive the actual mall performance in the context of what they expected to ensur of good service to classify into three categories of factors: Basic, Performance and Excitement.The findings of this study may prompt future research to create a new tool to help those managers and service companies in the process of making decisions aimed at improving the strategic relationship with retail companies and thus to improve the quality of the mall services. One contribution of this study is the simple proposed model used to understanding how quality processes affect each organizational dimension of service performance.Keywords: Quality Management; Shopping Center; Service Quality; SERVQUAL; Service Dimensions. ABSTRACTABEPRO

Purpose The implementation of quality in health services should go beyond legal, regulatory and purely technical obligations in relation to carrying out health insurance practices. The purpose of this paper is to present a management model that intends to equip private health care companies in favor of quality development from the use of a model for forming a competitive strategy in the supplementary health sector companies. Design/methodology/approach In this approach the proposed model is grounded on guiding procedures for the process of strategy formulation, with a systemic structure that separates in analysis involving the internal and external environment to the organization to verify the strategy that best applies. It is based on prescriptive strategy – the five competitive forces and, with adaptive strategy, the competition arenas. Findings Through the proposed model the analytical mechanisms of political-legal environments surrounding companies in the sector can be described, identify organizations and their process performance, study them, and perform comparative analysis of information between them. All of this development seeks to ensure the formation of policies, to guide strategic action in health insurance. Originality/value This work strongly contributes to the foundation and strengthening of strategic knowledge and has quality aimed at the study of the private health care market, due to the high degree of regulatory requirements by the state to the businesses, the environment turns into a chain of complex information that migrates from the condition of just meeting legal requirements, to also satisfying the demands of a hypercompetitive market.

Purpose This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this paper is to identify the factors considered important for the services provided by this system and their impact on perceived quality. Design/methodology/approach The authors analyzed the data using exploratory factorial analysis, and linear and quantile regression techniques. Regarding the classification, this research is applied, exploratory, descriptive and in the form of a case study describing the situation experienced by the users of BRT in Pernambuco. Findings The results showed that it was possible to identify five factors that impact the level of satisfaction of the offered services: fluency in the provision of the service; staff training; physical conditions in the provision of the service; convenience/accessibility; and integration between transport lines. Originality/value With initial identification, factors 1, 3, 4 and 5 have been found to have an impact on overall service quality in a positive and statistically significant way. Factors 3 and 4 have a different impact with high- and low-quality standard perceived by users, and these should be the guiding elements by companies in establishing actions to improve the services offered.

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